Manager of Client Services

Manager of Client Services

Date Available: Immediately

Job Type: Full-time, 40 hours per week

Salary: $60,000-$70,000 annual

Supervisor: Director of Client Services    

Location: Central Office

Position Summary 

To supervise the development, implementation, and direction of the case management team and client services in ways consistent with Senior Neighbors' mission and vision. 

Essential Duties and Responsibilities include the following. *Other duties as assigned. 

• Supervise case management-related services such as: 
  • Housing Coordination, Intake, Medicare/Medicaid Assistance Program, Outreach and Assistance, Elder Refugee Services, Daily Money Management Services, Home Chore Services, and new case management services developed. 
• Develop processes to hold case managers accountable for established productivity standards. 
• Manage client intake, immediate response needs, and client walk-ins to ensure clients receive timely service. 
• Understand agency case management service contracts, policies, and procedures necessary to assure compliance with all contract obligations. 
• Train case management staff on Senior Neighbors’ philosophy of appropriate case management services and directly supervise the quality of these services. 
• Manage and oversee emergency funds to assist clients with rent, eviction prevention, utilities, pets, food, and other basic needs. 
• Lead case management team meetings and maintain an annual educational calendar of staff development priorities. 
• Develop and maintain an understanding of area resources, particularly those on the needs of older adults in Kent County. Coordinate with United Way 211 and AAAWM. 
• Participate in assigned community meetings, represent the agency, and make presentations to other community and human service organizations as needed. 
• Train case management staff on proper documentation requirements and monitor this documentation for quality and accuracy. 
• Serve as liaison between local universities and Senior Neighbor’s staff in providing high-quality, meaningful intern experiences for college students. 

Qualifications 

Education / Experience 

• Master’s degree in social work required—current master-level social work licensure preferred. 
• Requires at least five (5) years of experience in supervisory role, program management and development roles or a related role. 

Competencies 

• Advanced experience in communications and marketing within a non-profit organization. 
• Advanced written and verbal communication skills with attention to detail. 
• Ability and willingness to participate in public speaking events. 
• Strong interpersonal skills and ability to understand and effectively work with a wide variety of human dynamics and behavior. 
• Positive attitude, knowledge of general business etiquette, ability to speak with community members and work well with volunteers and committees. 
• Proven ability to lead and motivate a team. 
• Experience in supervision of staff or volunteers. 
• Experience in evaluating performance of staff or volunteers. 
• Ability to take initiative and complete detailed tasks. 
• Experience and understanding working with older adults including their value to the community. 
• Previous experience in managing budgets and reporting outcomes preferred. 
• Previous experience in tracking service work completed compared to goals and objectives. 
• Excellent navigation skills and proficiency in using navigation applications to find locations. 
• Advanced experience in database management (e.g., DonorPerfect and / or SONIC) and reporting skills required. 
• Advanced skills in Microsoft Office suite, email, and general internet functions required. 
• Advanced ability to use remote software such as Zoom, Teams, and other programs. 
• Strategic thinking and problem-solving skills. 
• Strong organizational and project management skills. 
• Ability to set and achieve goals, be organized, efficient and meet deadlines. 
• Strong program management, planning skills and experience. 
• Ability to prioritize tasks, manage time effectively, and work independently. 
• Evidence of effective problem resolution skills, work independently and follow scheduled plans. 
• Ability to handle stressful situations and creatively solve problems in a positive manner. 
• Ability to maintain composure in stressful situations, creatively solve problems, make decisions, and accept responsibility for the consequences. 
• Ability to understand and take directions from peers or leadership. 
• Ability to establish and maintain effective working relationships with related organizations/agencies, participants, public and other members of the Senior Neighbors team. 
• Demonstrate and promote a positive image of the agency to the community. 
• Ability to demonstrate positive attitude, excellent interpersonal skills, cultural sensitivity, and a sense of humor in working with diverse older adult participants, donors, volunteers, team members, and the community. 

Licensing and Certification 

• LMSW – licensed master's in social work. 
• Ability to receive and maintain CPR/First Aid Certification. 

Expected Hours of Work

• Standard office hours are M-F 8:00 am-4:30 pm. 

Physical Demands / Work Environment 

• Prolonged periods of sitting at a desk and working on a computer.
• Must have a valid driver’s license, satisfactory driving record and access to private transportation that meets state insurance requirements and vehicle safety standards to use on agency business. 

Equal Employment Opportunity Statement 

Senior Neighbors is an equal opportunity employer. 

• Committed to promoting diversity, inclusion, and a racism-free culture in the workplace and our community. 
• Committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability, please contact us. 
• Provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or genetics in accordance with applicable federal, state, and local laws. 

*Other duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.